Technical CSM - CX Platform Expert

Puzzel; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Puzzel, the AI-native customer experience platform, seeks a Technical Customer Success Manager to join its European team. Based in London or in Denmark/Sweden with 2-3 days in the office, you will blend technical depth with customer leadership to unlock value in complex CCaaS environments.

You’ll lead technical discovery, diagnose blockers, own customer success plans, and guide product interactions to improve adoption and renewals across Europe.

Excellent written and spoken English are essential.

Qualifications

• Experience in a technically complex, customer-facing role within CCaaS, SaaS or telecoms.
• Strong knowledge of contact center concepts and routing (SIP/VoIP, IVR).
• Understanding of CTI, CRM integrations, APIs and SaaS integration patterns.
• Strong CSM with deep product expertise and demonstration skills.
• Experience leading technical discovery and diagnosing across adoption, process, configuration and integration.
• Strong analytical skills using product and operational data for diagnosis.
• Ability to explain technical topics to non-technical stakeholders.
• Independent, team-first with judgement on escalation to specialists.
• Excellent written and spoken English.

Responsibilities

• Lead technical discovery with stakeholders and map configurations, workflows and integrations.
• Diagnose barriers to value across adoption, training, process, and integration.
• Act as the technical owner for complex customers with measurable Success Plans.
• Demonstrate product depth and advise on configuration and interactions.
• Drive optimisation using data and run cross-functional workshops.
• Protect renewals and growth by providing evidence for renewals.
• Hand off clearly when involving Architecture/Services/Engineering.
• Lift the team by coaching Product CSMs and maintaining demos.

Skills

Solutions Engineering

CCaaS knowledge

SaaS integration

English proficiency

API integration

Stakeholder management

Discovery facilitation

CRM integrations

Tools

CRM systems

APIs

Job description

Puzzel, the AI-native customer experience platform, seeks a Technical Customer Success Manager to join its European team. Based in London or in Denmark/Sweden with 2-3 days in the office, you will blend technical depth with customer leadership to unlock value in complex CCaaS environments.

You’ll lead technical discovery, diagnose blockers, own customer success plans, and guide product interactions to improve adoption and renewals across Europe.

Excellent written and spoken English are essential.